Manager Client Service - Retail

Location
Newburgh, New York
Salary
competitive
Posted
May 06, 2019
Specialty
Account Management
Metro Area
New York
Duration
Full Time

This position is responsible for managing the vehicle reconditioning processes supporting Manheim’s Retail Services.  This position supervises and directs the daily functions of the Retail Services department and is responsible for cultivating positive relationships with Retail Services clients, developing new business, and providing quality service. Working with the Recon Production Shop managers/supervisors, this position manages and oversees the vehicle reconditioning operations, placing emphasis on the highest quality standards in preparing vehicles for delivery to retail automotive dealership. The Retail Services Operation Manager will manage all Retail Services reconditioning employees and processes to ensure all customer commitments and expectations for quality, completion, and pricing for services are met.

This position will have direct, daily management responsibility for the Retail Services operation, including Inspections, Mechanical/Cosmetic Reconditioning and Administration to ensure the required services are completed timely and to customer’s specifications as part of overall process.

The position works closely with Field Sales Team, Corporate Major Dealer and Mobility groups to ensure that customer expectations are met or exceeded. The position promotes and educates retail customers on the various retail products and services provided by Manheim.

Responsibilities:

  • Managing Retail Services employees to ensure maximum efficiency while maintaining quality output in accordance with Company and Customer guidelines. 
  • Growing Retail Services business through in person “cold calls” to dealerships. Partnering with the outside sales team to meet or exceed regional retail reconditioning goals.
  • Seek continuous improvement through the implementation of process and procedures developed for the Retail Services Operations.
  • Oversees the quality control of vehicles as established by Retail Services operational standards.  Interact closely and frequently with Production Shop Managers/Supervisors to ensure work completed by other areas of auction’s Recon operations are completed timely and to customer’s specifications.  Ensure prompt and thorough resolution of delivery and/or quality issues.
  • Communicate with the Account Coordinator and the Customer on the status of inventory in process, anticipated reconditioning requirements and estimated delivery date.
  • Communicate, discuss and collaborate with Retail Services leadership and other Retail Services locations to share process improvements, efficiency gains and best practices.
  • Establish and communicate production goals and work schedule assignments in a reasonable and timely manner.  Measure process efficiency and effectiveness and implement improvement strategies as needed. 
  • Ensure complete and thorough employee on-boarding and ongoing training programs for employees.
  • Counsel and disciplines employees as necessary; plans, monitors, and evaluates job performance by conducting performance appraisals
  • Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence. 
  • Partner with various support teams (i.e. Finance, HR, MFS, Recon, Safety, Security, Sales) to ensure effective and efficient operational processes that align with company objectives and strategies and high-quality customer service and support.
  • Maintain a thorough understanding of all areas of reconditioning operations to ensure operational efficiency and having an ongoing awareness of market conditions and trends to ensure effective reaction to market changes
  • Oversees the quality control of vehicles as established by Retail Services operational standards.  Interact closely and frequently with Recon. Mgr. and/or Production Shop Supervisors to ensure work completed by other areas of auction’s Recon operations are completed timely and to customer’s specifications.  Ensure prompt and thorough resolution of delivery and/or quality issues.
  • Oversees the quality control of vehicles as established by Retail Services operational standards.  Interact closely and frequently with Recon. Mgr. and/or Production Shop Supervisors to ensure work completed by other areas of auction’s Recon operations are completed timely and to customer’s specifications.  Ensure prompt and thorough resolution of delivery and/or quality issues.
Qualifications:

  • High School Diploma or equivalent required; some college preferred.
  • 1-3 years of previous management/supervisory experience 
  • 2-4 years of customer service or sales support experience strongly preferred.
  • Excellent leadership and supervisory skills.
  • Strong customer service orientation.
  • Excellent communication (written and verbal) and interpersonal skills required.
  • Ability to work in a   high performance, fast-paced team environment. 
  • Solid computer skills, including ability to use Internet and MS Office effectively.
  • Ability to adapt to and work effectively within a constantly changing environment.
  • Excellent customer service and problem-solving skills.
  • Ability to sit or stand for prolonged periods of time. Ability to perform repetitive tasks.  Manual dexterity.
  • Vision abilities required include close, distance and depth perception.

Work Environment:

Occasional exposure to outdoor weather conditions as well as noise, dust, and fumes in auction lanes.

Disclaimer:

The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.


About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Similar jobs

Similar jobs